Re: 165669 Brigitta Repple - FIN-WELCOME CALL - Need PAF - [#1068508]

Yes, the autopay is turned on.

On Tue, Apr 1, 2025 at 12:24 PM <eclark@thekey.com> wrote:

> Did we enroll her in autopay so the FOB team can close their open ticket
> too?
>
>
>
>
>
> Kind regards-
>
>
>
> *Elizabeth Clark*
>
> Director | *TheKey*
>
> Mobile: 619.822.4855
>
>
>
>
>
> *From:* Michelle Hudgins <michelle.hudgins@thekey.com>
> *Sent:* Tuesday, April 1, 2025 9:20 AM
> *To:* Timon Page <timon.page@thekey.com>
> *Cc:* eclark@thekey.com; Laurie Simpson <clientservice@thekey.com>;
> audraw@thekey.com; tt@thekey.com; william.schmiedeknecht@thekey.com;
> jeannie.ortiz@thekey.com; lito.delapena@thekey.com; Catherine Saari <
> catherine.saari@thekey.com>
> *Subject:* Re: 165669 Brigitta Repple - FIN-WELCOME CALL - Need PAF -
> [#1068508]
>
>
>
> Hello Everyone,
>
>
>
> I was able to add the credit card and the payment processed successfully
> for the total outstanding balance.
>
>
>
> Best,
>
> Michelle Hudgins
>
>
>
> On Tue, Apr 1, 2025 at 12:07 PM Timon Page <timon.page@thekey.com> wrote:
>
> I had added Cathy Saari to this email thread initially as she can add
> context but noticed she hasn't been included in the subsequent replies. I
> have added her here again.
>
> The clients' POA has repeatedly reached out to pay. She has changed the
> billing address as that was a suggestion from the billing department from
> my understanding.
>
>
>
> Here is the email chain between the POA, Cathy and myself. As you can see,
> the client is actively trying to pay. If we cut her off because of our
> inability to process her payment, this could result in the loss of other
> clients as her mother is a resident at a flex-site:
>
>
>
>
> Re: Fwd: Payment issue - [#1075127]
>
> Inbox
>
> Search for all messages with label Inbox
>
> Remove label Inbox from this conversation
>
> Summarize this email
>
> [image: Image removed by sender.]
> Cathy Saari
>
> Thu, Mar 13, 2:47 PM
>
> [image: Image removed by sender.]
>
> [image: Image removed by sender.]
>
> to me
>
> [image: Image removed by sender.]
>
> Hi Timon,
>
>
>
> We have been in contact with Sonja to resolve her issues with Versapay.
>
>
>
> Thanks, Cathy
>
>
>
>
>
> *Cathy Saari*
>
> Client Support Specialist | *TheKey*
>
> 1-866-226-1702
>
> billing@thekey
>
> Hours-8:00am -5:00pm EST M-F
>
>
>
> [image: Image removed by sender.] <http://www.thekey.com/>
>
>
>
>
>
> On Thu, 13 Mar at 10:46 AM , Timon Page <timon.page@thekey.com> wrote:
>
> Hello
>
>
>
> Please see email below. The client is unable to identify the issue with
> her card. Please advise.
>
>
>
> Best regards,
> * Timon Page*
>
> General Manager, Ontario
>
> *Please note my email address has changed:*
>
> timon.page@thekey.com
>
> Mobile: (437) 223-0841
>
> *TheKey.com <https://thekey.com/>*
>
>
>
> [image: Image removed by sender.] <https://thekey.com/>
>
> *From:* Sonja Finocchiaro <sonjarepple1322@gmail.com>
> *Date:* March 12, 2025 at 4:58:14 PM EDT
> *To:* Billing@thekey.com
> *Cc:* Sonja Finocchiaro <sonjarepple1322@gmail.com>
> *Subject:* *Payment issue*
>
> 
>
> Good day,
>
>
>
> I received 2 invoices for payment for my mom’s care by your company. I
> have tried several times to use the link provided to make payment and it
> doesn’t work. My mother’s name is Brigitta Repple. I don’t understand where
> the issue lies? Could it be a wrong postal code on your end or improper
> spelling of my name? I’m trying to think of possible barriers to completing
> the transaction. Please let me know an alternate solution so I can get this
> paid.
>
>
>
> Thank you
>
> Sonja Finocchiaro
>
> Sent from my iPhone
>
> 1075127:611100
>
> [image: Image removed by sender.]
> Timon Page <timon.page@thekey.com>
>
> Thu, Mar 13, 2:58 PM
>
> [image: Image removed by sender.]
>
> [image: Image removed by sender.]
>
> to Cathy
>
> [image: Image removed by sender.]
>
> Thanks Cathy. Please let me know when and how this gets resolved.
>
>
>
> Best regards,
> * Timon Page*
>
> General Manager, Ontario
>
> *Please note my email address has changed:*
>
> timon.page@thekey.com
>
> Mobile: (437) 223-0841
>
> *TheKey.com <https://thekey.com/>*
>
>
>
> [image: Image removed by sender.] <https://thekey.com/>
>
> Best regards,
> * Timon Page *
>
> General Manager, Ontario
>
> *Please note my email address has changed:*
>
> timon.page@thekey.com
>
> Mobile: (437) 223-0841
>
> *TheKey.com <https://thekey.com/> *
>
>
>
> [image: Image removed by sender.] <https://thekey.com/>
>
>
>
>
>
> On Tue, Apr 1, 2025 at 11:57 AM <eclark@thekey.com> wrote:
>
> Hi Timon-
>
>
>
> Can you share why the balance is past due if they’re been reaching out
> consistently? Are they unwilling to be put on autopay and short paying
> invoices? Invoices are open going back to 3/5, I am not connecting the dots
> to their efforts to call in and pay.
>
>
>
>
>
> Kind regards-
>
>
>
> *Elizabeth Clark*
>
> Director | *TheKey*
>
> Mobile: 619.822.4855
>
>
>
>
>
> *From:* Timon Page <timon.page@thekey.com>
> *Sent:* Tuesday, April 1, 2025 8:30 AM
> *To:* eclark@thekey.com
> *Cc:* Laurie Simpson <clientservice@thekey.com>; audraw@thekey.com;
> tt@thekey.com; michelle.hudgins@thekey.com;
> william.schmiedeknecht@thekey.com; jeannie.ortiz@thekey.com;
> lito.delapena@thekey.com
> *Subject:* Re: 165669 Brigitta Repple - FIN-WELCOME CALL - Need PAF -
> [#1068508]
>
>
>
> Hi Elizabeth
>
>
>
> The POA for this client has repeatedly reached out to both my office and
> the billing department to pay what is owed. I feel that cutting off
> services will do more damage than good here. It is identifying why her card
> will not work with VersaPay that is the issue here in my opinion.
>
>
>
> Best regards,
> * Timon Page *
>
> General Manager, Ontario
>
> *Please note my email address has changed:*
>
> timon.page@thekey.com
>
> Mobile: (437) 223-0841
>
> *TheKey.com <https://thekey.com/> *
>
>
>
> [image: Image removed by sender.] <https://thekey.com/>
>
>
>
>
>
> On Tue, Apr 1, 2025 at 11:26 AM <eclark@thekey.com> wrote:
>
> FYI to the Collections team, client is past due about $700 as a result. If
> client is brand new and not paying their invoices we may need to consider
> terminating services, this is not the behavior we want to enable right at
> the start of our relationship.
>
>
>
>
>
> Kind regards-
>
>
>
> *Elizabeth Clark*
>
> Director | *TheKey*
>
> Mobile: 619.822.4855
>
>
>
>
>
> *From:* Laurie Simpson <clientservice@thekey.com>
> *Sent:* Tuesday, April 1, 2025 6:44 AM
> *To:* timon.page@thekey.com; tt@thekey.com
> *Cc:* michelle.hudgins@thekey.com; william.schmiedeknecht@thekey.com;
> jeannie.ortiz@thekey.com; eclark@thekey.com; audraw@thekey.com;
> tsilton@thekey.com; lito.delapena@thekey.com
> *Subject:* Fwd: 165669 Brigitta Repple - FIN-WELCOME CALL - Need PAF -
> [#1068508]
>
>
>
> Hi there,
>
>
>
> Brigitta Repple is missing a form of payment on file.  The original credit
> card given at sign on is not a valid credit card.  Please obtain a form of
> payment for client.  Thank you and I appreciate your attention to this
> urgent matter.
>
> [image: Image removed by sender.]
>
>
>
>
>
> *Laurie Simpson*
>
> Finance Onboarding | *TheKey*
>
> Laurie.Simpson@thekey.com
>
> 855.205.8007
>
> On Wed, 12 Mar at 9:04 PM , Laurie Simpson <clientservice@thekey.com>
> wrote:
>
> Hi there,
>
>
>
> Please obtain form of payment for Brigitta Repple.
>
> Thank you,
>
>
>
> [image: Image removed by sender.]
>
>
>
> *Laurie Simpson*
>
> Finance Onboarding | *TheKey*
>
> Laurie.Simpson@thekey.com
>
> 855.205.8007
>
> On Mon, 3 Mar at 4:44 PM , Laurie Simpson <clientservice@thekey.com>
> wrote:
>
> Hi there,
>
>
>
> For new client Brigitta Repple, TheKey needs a new form of payment as
> credit card given was declined.  Please obtain new form of payment on  new
> PAF form signed by client.
>
> Thank you for your assistance while be get all documents in order.
>
> [image: Image removed by sender.]
>
>
>
> *Laurie Simpson*
>
> Finance Onboarding | *TheKey*
>
> Laurie.Simpson@thekey.com
>
> 855.205.8007
>
>
> 1068508:611100
>
>